> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/useful-resources/faq.md).
# FAQ
Common questions about Liberty, onboarding, operations, integrations, security, and support.
Use this page for quick answers to common questions about Liberty.
Liberty is a cloud-based CCaaS platform built for answering services. Feature access depends on your role, permissions, and enabled configuration.
### General
What is the Liberty Platform?
Liberty is Kauneonga’s cloud-based CCaaS platform for answering services. It brings voice, messaging, workflows, reporting, and operational management into one platform.
Who is Liberty built for?
Liberty is built for answering services and call centers. It supports admins, supervisors, agents, clients, and operation stakeholders who need consistency, visibility, and control.
Which portal should I use?
Use the portal that matches your role:
* admins use the [Admin Portal](/docs/portals-and-app/admin-portal.md)
* agents use the [Agent Portal](/docs/portals-and-app/agent-portal.md)
* supervisors use the [Supervisor Portal](/docs/portals-and-app/supervisor-portal.md)
* clients use the [User (Client) Portal](/docs/portals-and-app/user-portal.md)
Start with [Introduction](/docs/overview/introduction.md) if you are unsure.
How should a new team get started?
Start with [Quickstart](/docs/getting-started/quickstart.md) to find the right portal and first workflows. For rollout planning, use the [Implementation checklist](/docs/getting-started/implementation/publish-your-docs.md).
Do I need to install anything?
Liberty is 100% cloud-based and accessed through its role-based portals. Your team mainly needs the correct account access, permissions, and workflow setup.
### Licensing and access
How does the agent license cap work?
The agent license cap limits how many agents can be signed in at the same time.
You can still create and maintain more agent profiles than your concurrent license count. The cap controls active access to the [Agent Portal](/docs/portals-and-app/agent-portal.md), not the number of stored agent records. See [People management](/docs/portals-and-app/admin-portal/people-management.md).
When an agent signs out, that license becomes available for another agent. See [Access and profile](/docs/portals-and-app/agent-portal/access-and-profile.md).
What should we do if we reach our agent license cap?
First, confirm that agents who are off shift are fully signed out.
If you need more concurrent agent access, contact Kauneonga through your normal support or account management channel, or email , to request additional agent licenses.
How are added agent licenses handled during the current term?
Additional agent licenses typically increase your charges for the remainder of the current term.
That increase is usually prorated based on when the added licenses take effect. The exact amount, start date, and renewal treatment depend on your order form or agreement.
### Setup and configuration
Can Liberty support more than voice?
Yes. Liberty supports voice and other operational workflows such as messaging, live chat, SMS, and To Dos, depending on configuration. See [Channels](/docs/platform-basics/images-and-media.md), [Omnichannel](/docs/portals-and-app/admin-portal/omnichannel.md), and [Voice](/docs/portals-and-app/admin-portal/voice.md).
Can we customize scripts and workflows?
Yes. Admins can build and manage account scripting, workflow behavior, FAQs, sheets, and related call handling setup. See [Agent scripts and sheets](/docs/portals-and-app/admin-portal/agent-scripts.md).
Can Liberty handle on-call schedules and escalations?
Yes. Liberty includes on-call calendar workflows for contacts, events, schedules, and escalation chains. See [Oncall calendar](/docs/portals-and-app/admin-portal/oncall-calendar.md).
Can clients manage their own account information?
Yes. Clients can review messages, maintain Oncall information, manage certain account details, and control portal access based on what is enabled for them. Start with [User (Client) Portal](/docs/portals-and-app/user-portal.md).
Does Liberty support multi-account operations?
Liberty is built for answering service operations that manage many accounts, users, scripts, and workflows in one platform. The exact setup depends on how your organization structures accounts, roles, and resources.
### Daily operations
What can agents do in Liberty?
Agents can handle calls, messages, chats, SMS replies, recalls, and assigned work from one workspace. Start with [Agent Portal](/docs/portals-and-app/agent-portal.md).
What can supervisors monitor?
Supervisors can monitor live operations, review agent sessions and presence, track quality, and manage performance. Start with [Supervisor Portal](/docs/portals-and-app/supervisor-portal.md).
What reporting is available?
Liberty includes reports, logs, usage details, and performance views across different roles. See [Skills, reports, and logs](/docs/portals-and-app/admin-portal/reports-and-logs.md), [Reports and performance](/docs/portals-and-app/supervisor-portal/reports-and-performance.md), and [Profile, reports, and API keys](/docs/portals-and-app/user-portal/profile-reports-and-api-keys.md).
Does Liberty support workforce management?
Yes. Supervisor workflows include scheduling, skill groups, agent schedules, and visual forecasts. See [Workforce management](/docs/portals-and-app/supervisor-portal/workforce-management.md).
Can Liberty support both structured workflows and exception handling?
Yes. Liberty is designed for repeatable answering service workflows, while still letting teams route, escalate, and manage exceptions through scripts, messaging rules, and supervisor oversight.
### Integrations and technical access
Are integrations available?
Yes. Liberty supports integration workflows for message delivery, fax, billing, external communication handling, and more. See [Integrations](/docs/useful-resources/integrations.md).
Is API access available?
Yes. Users can create and manage API tokens for approved integrations where available. See [Profile, reports, and API keys](/docs/portals-and-app/user-portal/profile-reports-and-api-keys.md).
Does Liberty include AI features?
Yes. Liberty includes AI capabilities for structured, repeatable workflows where automation makes sense.
Current AI features include Voice AI, SMS AI, QA AI, speech-to-text, and text-to-speech. New AI capabilities continue to roll out as the platform evolves.
### Security and support
Where can I review security and compliance information?
Use [Security & Compliance](/docs/useful-resources/readme.md) for security, privacy, and trust information. That section also links to more specific coverage such as Security Overview, SOC 2 Type II, and HIPAA.
How do I get help or check platform status?
Use your team’s established Kauneonga support channel for help.
Use the [Platform Status Page](https://status.kauneonga.com/) for real-time maintenance and incident updates.
How do I request a new feature?
Use the [feature request form](https://forms.monday.com/forms/eba4ebd8546aaf8baa45ad25cd0222bf?r=use1) to submit product feedback and new feature requests.
Include the workflow, the problem, and who it affects. That helps the team review and prioritize requests.
Where can I track product changes and updates?
Use [Release Notes](https://www.kauneonga.com/docs/release-notes/) for shipped features, fixes, and improvements.
{% hint style="info" %}
If your question is not covered here, contact Kauneonga support through your normal support channel.
{% endhint %}
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